Nermetes Research recently honored several IP based phone system vendors with PilotHouse awards which recognizes companies for their outstanding achievement and superior performance in areas such as customer service, technological innovation, technical service, value and strategic product development.

Not surprisingly, none of them were open source systems or based on an open source platform.

Why am I not surprised?

Well, because that is what I have come to expect; especially from analysts who, for all intent and purposes “take the money and run” when it comes to these awards and it is a shame, especially since Nermetes’ Robin Gareiss states,

“This research is a must-have for companies evaluating a new VOIP strategy, or reassessing an existing one because it relies on real experiences from real customers.”

Take a look at some of the winners: ShoreTel, Seimens, Avaya, Nortel, Cisco, 3Com, a venerable “who’s who” of the old guard. I have news for Nermetes and everyone else: I would take a SwitchVox or trixbox solution over one of the above any day. What is it that makes Shoretel the best phone system on the market? What does it have that other systems do not? I have used the system for over a year and to be honest was not impressed in any way, shape or form.

Here is some real advice, from a real customer, one who has sold IP based phone systems and has used almost every system on the market:

Don’t be fooled by research conducted for the entire purpose of giving those paying for it a badge to wear and something to market.

When it comes right down to it, there is more power, flexibility and value in an open source based phone system than in these proprietary solutions. These proprietary solutions, unknown to many, are traps. They pull you in with savvy marketing and well paid sales professionals, then hold you hostage with licensing, last generation technology, lousy business systems integration and of course a hefty bill.

Do yourself a favor. If you are in the market for a phone system, take a look at all of your options, not just the ones that pay to have their solutions talked about.

On paper, software only VoIP solutions seem like a perfect fit for small medium businesses (SMB’s).

These services can take many forms, such as a hosted VoIP offering or a Voice 2.0 call aggregation service. These deployments typically cost less (since there is no or little physical equipment), are delivered by a service provider who typically handles the service, support and on-going maintenance and in general seem a lot more simple for the SMB. For those who sell these types of solutions, they often refer to their offering as a, “no brainer.”

Within this simplicity, however, lies a fair amount of confusion – created by the fact that software only VoIP solutions, for most non-technical SMB’s, are a far cry from the user experience they have become accustom to. A funny thing happens when one tries to change the user experience – they revolt. People do not inherently accept change and with something as long standing (and in many ways as stagnant as telecommunications) it is difficult to not believe that software only VoIP solutions are getting a fair amount of push-back from SMB’s.

This isn’t written to discredit them (software only VoIP solutions); in fact, software only VoIP solutions is truly the future, but that future is many, many years ahead of us. For now, I see those offering software only VoIP solutions to the SMB continuing to struggle – selling the invisible is tough, especially in a sector that has been hardware-centric for such a long time.

What do you think?

I’ve been getting a lot of good feedback from the Women in VoIP series, and came across a great email from Becca Harpham, an associate with Texas Instruments.  She had a great recommendation for Debbie Greenstreet, director for voice service provider marketing at Texas Instruments. 

I’ll let Becca take the floor:

Dear Nicole,

I’m an avid reader of VoIP Insider and recently came across your series entitled “Women in VoIP” that highlights prominent women in the VoIP industry. Your posts thus far have been a great resource to me and your latest entry on Liz Rabban inspired me to send you a description of my colleague Debbie Greenstreet, director for voice service provider marketing at Texas Instruments.

Debbie is an extraordinary engineering and marketing professional and after several conversations with her, I had the opportunity to listen and learn about her passion and vision for the promise of voice technology, a trait that I think distinguishes her from other individuals who work in the VoIP industry. Debbie believes voice technology has limitless potential and she was driven to pursue VoIP engineering because of her dedication to liberating and connecting people around the world.

Working for Texas Instruments enables Debbie to see the direct impact voice technology in a variety of regions, industries and economic classes. She believes her mission as a woman in VoIP is to speak up and lead. She holds her father as the most inspiring person in her life who always stressed, since she was very young, that she could do anything she wanted, and gender was never once mentioned as a potential road block. In the most recent conversation I had with her, I remember Debbie saying, “I never once acknowledged any gender boundaries that could inhibit my dreams to become an engineer.”

Debbie pushes herself to always try to understand the “big picture” for each VoIP project she undertakes. Debbie’s 10-year career in VoIP also impacts her personal pursuits including her international travels and philanthropy. For example, Debbie’s deep passion for animals has driven her to dedicate herself to the animal rescue group she founded called HART (Homeless Animal Rescue Team). She says that “the evolution of technology has directly impacted the efficiency and overall effectiveness of HART.” Debbie is now constantly in contact with her organization’s members and able to more successfully help the public who save animals in her town through the mobility and exceptional quality of VoIP applications.

 Thank you for your posts. Your appreciation for the dedicated women in the VoIP industry is admirable. I think you will find that Debbie is an inspiration to female VoIP professionals as well.

Thanks for the note Becca! It is always great to hear that VoIP technology can reach everywhere to everyone!  If anyone else has any suggestions or stories about women in VoIP, or just great VoIP-sters in general, please email me at nschuman@voipsupply.com.